Sandos Caracol Nature Resort & Water Park All Incl

PLAYA DEL CARMEN, Carretera Cancun, Chetumal, Km. 295
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100 reviews shown

8/10

Excellent

11 Mar 2026

Matthew

This was our first resort ever, so nothing to compare to. But stayed for 6 nights with my 10 year old and we had a blast. The nightly shows were amazing. The buffet was ok. The water park was fun, but the hours felt really limited and even then they opened late and closed early. The beach was the biggest disappointment for us, just not what we hoped for.

Friends_and_family Family

10/10

Exceptional

08 Mar 2026

Kayla

The shows were great that they had each night, water slides were fun for the kids.
Judy & Samantha were amazing to deal with and book the on resort restaurants, book excursions and helpful with any inquiries.
The beach was beautiful, there were chairs and beds, easy to watch the kids and relax.

6/10

Pleasant

04 Mar 2026

Nathan Todd

Resort grounds were beautiful, lots of activities for kids to keep them busy and entertained. Food was ok. Hard to get into restaurants so ate at buffet most of the trip. Long lines for everything; food, bars, check in and out. Resort seems to be over packed and short staffed. Room was clean and beds were comfy. Ac worked well. No water pressure and Sometimes no hot water for showers. Overall had a fair trip, but would not recommend or return.

Family_with_children

10/10

Exceptional

04 Mar 2026

Thomas Mark

It was our 4th time at this resort. It has been a few years since we have been there and it was greatly to see the changes that were made but still the welcoming presence that makes this resort worth coming back to.

Family_with_children

10/10

Exceptional

04 Mar 2026

Jennifer

The property was absolutely amazing. We loved it from start to finish. Judy and Samantha were very helpful throughout our entire stay.
We were celebrating our anniversary, and the staff made sure to make it extra special for us, by far hands-down best food I’ve ever ever eaten at a resort from the snack bar to the adults only club and the taco spot that’s open late hours. Not to mention how delicious the restaurants are, there’s beautiful wildlife all over the property. We did not get to do that because it was closed for wildlife preservation, but we still had the most amazing time and we do not have kids, and don’t particularly like to stay at resorts that are centered around kids, but the adults only areas were so nice. You had no idea really that there was a waterpark for the kids there. All in all great Resort will definitely be returning in the future

Partner

2/10

Poor

03 Mar 2026

Tracy

Check in took 2 hours for about 10 people. It was ridiculous.

The activities we wanted to do were all closed for the entire week during our stay - waterslides, cenote, jade river boat. We were very disappointed as the nature resort is the primary purpose of coming here. They did not offer any other experiences in their place.

The Laguna Buffet should be closed permanently and re-done. All members of our group got food poisoning. There is lots of cross contamination so it's hard to avoid it. They do not cook fish or chicken properly.

Some staff were excellent and some were terrible. It depends who you talk to.

The rooms were cleaned daily. We did not sleep well as the mattresses are not good quality.

Overall, we would not stay here again. We had fun with our friends but there are nicer places to stay with better food.

Friends

8/10

Excellent

28 Feb 2026

Chantel Holly

All in all - very impressed! I was hesitant from some of the reviews but I am glad we went because it was perfect for our groups needs.

We were a group of 13 with children and everyone had such a great time.

Rooms - clean and enough space for us 3. We had a top floor which had daily monkey visits and a spacious balcony.

Food - the buffet had so many options, we never went hungry. My six year old is super picky and he always had food options. The restaurants for dinner were great! Because we booked with Expedia we had a front desk concierge who booked it all for us for the whole week! Highly recommend. Also the 24 hour bar has pizza for kids and tacos always going so we always had food options!

Entertainment- the daily shows were such a hit for the kids, we were always excited to see what was on. Seemed like there was always something going on in the resort, we definitely didn’t see/do it all.

Pool/Park - main pool is a fun time! Tortuga pool is more shaded, had a great day there. The water park was the main driver for booking this resort and we only were there one day, it was a great spot for kids but there was so much else to see and do it worked out.

Beach - it had some rocky spots but also a great swimming area, no complaints. If you want a good massage there are huts set up on the beach.

I wouldn’t say it’s super “high end luxury” but it met all my expectations for a great, safe and fun vacation with kids!

Family_with_children

8/10

Excellent

28 Feb 2026

Stephen W

Clean rooms. Good food. Pools were great. Concierge staff was exceptional.

Family_with_children

10/10

Exceptional

28 Feb 2026

Hiram Leroy

Everything

10/10

Exceptional

27 Feb 2026

Matthew

The resort was nice, beach and pool and food were pretty good. Lots of activities. Everyone enjoyed the pool and nightly entertainment. Kids loved all the animals around the resort. Room was cleaned and stocked every day. The property is very large which was fine with us, there was plenty of spaces and trails to explore.

Family_with_children

8/10

Excellent

27 Feb 2026

Erika Victoria

The adult only section had excellent service and food

Friends

10/10

Exceptional

25 Feb 2026

Michelle

Everything was absolutely wonderful. The staff were fantastic, food was great, shows at night were fun. Mexico is just so beautiful! Highly recommend!

Partner

10/10

Exceptional

21 Feb 2026

Candace

Staff were amazing.

2/10

Poor

19 Feb 2026

Arnaldo

Staff support lacking and slow.
Imposible is to reserve restaurant and amenities

6/10

Pleasant

18 Feb 2026

Kevin

Overall I did enjoy the nature feel. The many different animals at the resort made the stay entertaining and we especially enjoyed the spider monkeys. Now the bad, many of the buildings were old and run down and there was a constant smell of raw sewage. I do understand that we are in the damp jungle but this did still smell pretty bad. Overall a 3 out of 5.

Friends

8/10

Excellent

12 Feb 2026

Jonathan

Samantha, the Expedia concierge lady, was more than helpful. She assisted with all our needs, including towels, ala carte bookings and everything between. She was always cheerful and ready to help. The staff in general was very good, although the room steward didn’t keep our room amenities full(coffee, fruit or facial tissue).

10/10

Exceptional

12 Feb 2026

JEFF

Good food, friendly staff, great connection to nature.

Any haters on hear saying otherwise have unreasonable standards or an axe to grind for some reason.

Waterpark was fun for the kids, evening shows were good. Definitely reccomend the cutural fire ceremony. We booked theough expedia so used the concierge service to book a la cart meals, which we heard fill up fast if using the resorts \"app\" (actually a web portal)

I would visit again but probably for l9nger than our 1 week stay.

Leisure Family_with_children

10/10

Exceptional

11 Feb 2026

Melissa

We absolutely loved this resort! We had our own concierge with booking through Expedia that set up our dinner reservations and that was well worth it! She was amazing!! We loved the wildlife!! We were there during the abnormally cold weather however still had an awesome time!!

Leisure Partner

10/10

Exceptional

11 Feb 2026

Erica

Clean rooms! Beautiful grounds and beach! Staff very friendly and helpful! Great food and entertainment.

Leisure Family_with_children

2/10

Poor

10 Feb 2026

Julie

Everything was not great, 60 minutes to check in, couldn't get in for a reservation for dinner except for 10pm at night. You had to stand in line at every bar to get a drink. Will not return and others shouldn't either

Leisure Family

10/10

Exceptional

09 Feb 2026

john

Everything are excellent except the rooms are ok not perfect

Leisure Family

10/10

Exceptional

09 Feb 2026

Tara

We loved the resort and our concierges, Judy and Samantha were the absolute best. As soon as we arrived, they got us booked in for all the a la carte restaurants which were incredible! The resort is clean and well maintained. The rooms are very comfortable with a giant jug of filtered water. The beds are comfortable. The food at the buffets had enough variety to satisfy a family of 8 with picky kids. The nightly entertainment was insane! So good! Drinks at the various bars were great, and the waitressed will even come around to the beach to bring you drinks as well. We were well taken care of and would absolutely recommend this resort.

Leisure Family

8/10

Excellent

08 Feb 2026

Elizabeth

Friendly staff. Hotel is a little dated.

8/10

Excellent

07 Feb 2026

Jhony

Check in took about an hour. Room was clean. Our room didn’t have hot water the first day until we called maintenance and taught us the “trick” to get hot water running. Food and activities were good. No room service unless you were royal elite. No liquor in room just beer, soda and water. Overall great resort. We had a concierge that reserved restaurants and those were great. Beach and pools were nice.

Leisure Family

10/10

Exceptional

06 Feb 2026

Felicita

Really nice

2/10

Poor

05 Feb 2026

Jamie

I was there with a party of 9, and 6 of us got food poisoning while we were there. It ruined our trip.

Leisure Family

4/10

Poor

04 Feb 2026

Andrea

Resort was overall good, but majority of our group got VERY sick, likely from contaminated water.

10/10

Exceptional

02 Feb 2026

Joanne Louise

everything about the trip was amazing. The room, the services. The resort exceeded my expectations, so much to do. All the staff there were kind and caring. Will definitely come back.

Leisure Family_with_children

10/10

Exceptional

02 Feb 2026

Yulanda

Samantha and Judy helped us everytime they saw us out and about and anytime we texted them about wanting a reservation. Super friendly and nice loved it.

8/10

Excellent

02 Feb 2026

Jennifer

Samantha, the Expedia representative, was so amazing. She literally saved our vacation. The ceiling in our bathroom fell in, almost hitting my daughter, and Samantha stepped in and got our rooms changed. She also booked our restaurants for us. Absolutely amazing service!

Leisure Family

10/10

Exceptional

02 Feb 2026

Brianne

Staff was very nice, rooms were modern, and this is the first resort we ahve went where we had \"Butlers\" from Expedia. Samantha and Laura/Judy were GREAT! They were such a helpful resource to get dinners booked and help navigate any minor inconvenience we had! We will definetly be going back to this resort! So much for the kids to do!

Leisure Family

8/10

Excellent

01 Feb 2026

Terence

Staff was great. Lots to do on the resort.

Leisure Family

6/10

Pleasant

31 Jan 2026

Hayden

The resort is great for families with the available activities and sheer size of the place.

Plenty of restaurant options. That being said, it is very competetive to get the reservations. Expedia personnel are quite helpful in confirming your bookings, but you have to fine your Expedia representative on the resort and communicate via WhatsApp. It’s a major help.

The noise transfer in the rooms was a bit of an issue. You can hear neighbouring rooms quite clearly and the maid service in the morning was very loud. We didn’t sleep in once unfortunately. The rooms themselves are cozy.

Don’t expect comfortable showering experiences unless you are ok with cold water. The hot water never makes an appearance. Warm water during odd times in the day. The size and amount of people on the resort makes it impossible to enjoy a warm shower.

The check in and check out lines are an absolute disaster. There is a guide for the desk, but hoards of people just stand in front of the desk and then there’s two lines when there should only be one. Employees did not enforce any kind of structure at all. I spoke to some people that spent 3 hours simply trying to check in for their vacation. They need to get the lines in order because that was a poor START and FINISH of the vacation.

Leisure Friends

8/10

Excellent

28 Jan 2026

Breanne

Our Expedia rep Samantha was amazing she help in any way she could she was great.

Leisure Family_with_children

10/10

Exceptional

24 Jan 2026

NORMAN WILLIAM ANDREW

Great staff, food was great, room was perfect fit. There was tons of wild life on the resort! Lots of activities and things to explore on the resort. Never a huge line up for anything. Great jungle vibes! The map is deceiving gives you the impression everything is far away but only take 5mins to walk from one end to the other.

Leisure Family

4/10

Poor

23 Jan 2026

Lily

Desde que hicimos el check in en el hotel la persona de recepción nos atendió con una mala actitud, elegimos este hotel por su water park para nuestro hijo de 4 años y al llegar resultó que el área estaba cerrada de forma indefinida por reparaciones, solicitamos la cancelación de nuestra reserva inmediatamente y tardaron horas en darnos solución, fuimos a comer al único restaurante abierto a las 5 de la tarde y los coaties quitando la comida a la gente, finalmente su única solución fue movernos al sandos playacar donde nos dieron una habitación vieja, sin mantenimiento, la taza del baño se movía, el agua del garrafón se tiraba y amanecimos con un charco en el piso. Definitivamente no fue una buena experiencia de vacaciones. Si vas a ir te recomiendo asegurarte que las amenidades estén disponibles.

Leisure Family_with_children

6/10

Pleasant

21 Jan 2026

Leslie

I can see how this could be a really fun place to go with a family--there was lots of greenery, it was close to a nice beach, and the room was nice. The issue we had, however, was that the water park did not fully open at all, and only half opened on our last day. It seemed a temporary thing (as in, it doesn't happen all the time) but I certainly would not have booked here had I known it wouldn't work.

Leisure Family_with_children

10/10

Exceptional

20 Jan 2026

Allyson

When we booked we didn’t know we got a butler which made our stay 100 times better because booking restaurants you had to stay up till midnight to do so. We had the best butler Judy who helped us out our whole stay

Leisure Family_with_children

6/10

Pleasant

18 Jan 2026

Angie

They can improve their receptionist and customer service. I waited 3 hours to check in from 3pm to 6pm to get my room. In the week of my stay the lights went out for like a day bc of the weather. So the aqua park was closed for 1 day. Which it sucks bc I have kids and then not to forget the days I was mostly vacationing there was so many weddings which I think they’re beautiful but they have to close down the cenote couple of times early but okay. Other than that i enjoy my stay at sandos caracol it’s beautiful it has so much amenities to enjoy.

Family_with_children

10/10

Exceptional

17 Jan 2026

Aracelis

Everything was fresh and the place is clean and easy to walk around.

Leisure Family

8/10

Excellent

14 Jan 2026

Lucas

Very clean room, so many different activities to do. The beach was great with lots of palm trees providing shade if youd like it as well as a wave break area great for kids. The wayer park was not ully functioning and food was 3/5. Service was great. Would return.

Leisure Family_with_children

6/10

Pleasant

12 Jan 2026

Michael

Room itself was in good condition, but the mattress was worn down. I could definitely tell that 2 heavy people slept on them due to the shape of the bed. The staff are mostly very friendly and speak some English.
We enjoyed free bike rides, eco tours, water park, swimming in the cenote (natural pool), snorkeling by the beach and seeing a lot of interesting fish.
As people said, the food could be better, but we tried to eat as much Mexican food as we can and loved it. It's silly to expect great Italian food, etc.

Leisure Family

6/10

Pleasant

12 Jan 2026

Abby

The food was not good

8/10

Excellent

12 Jan 2026

Thomas R

The room was good and clean. The staff was nice. The waterpark was shut down for five days of our day so that wasn’t the best it made. The rest of the pool is really busy and the kids got bored. shows were good. Maria the Expedia representative on site was awesome. She helped out a lot, making dinner reservations, and letting us know about the facility.

8/10

Excellent

12 Jan 2026

Kristy

Great resort for the family! So much to see and do! Staff was friendly & rooms were clean. Would go back!

Leisure Family

10/10

Exceptional

11 Jan 2026

Mark Robert

Great overall stay. Expedia staff was very helpful. Restaurants were good. Only negative was the water park closed 2nd day and never reopened,

Leisure Family

8/10

Excellent

11 Jan 2026

Mandolyn

We had a wonderful stay! The staff really made the trip with how attentive and accommodating everyone was. We had some issues with our rooms that were not able to be fully resolved and some of the resort amenities were not available during our stay due to maintenance/technical issues; however, the positives far exceeded the minor inconveniences. The activities, food options, entertainment, grounds, and again, people, were fantastic and we had an amazing stay. Would definitely repeat the trip!

Leisure Family

6/10

Pleasant

07 Jan 2026

Jeremy

Communication regarding booking of a la carte dinners and efficiency at the buffet.

Leisure Family

2/10

Poor

06 Jan 2026

Wesley

First two days the water went out completely for hours. The next two days there was no hot water at all. Very disappointed as we have been here twice before with no issues. The aqua park was shut down altogether. Management did not seem to care. Certainly did not offer any sort of compensation for an expensive ruined vacation. Certainly will never return. Can no longer recommend. Expedia should be ashamed by listing this resort.

Leisure Family

8/10

Excellent

05 Jan 2026

Genevieve Marie-Jose

Staff was great, resort was a little old but the jungle and animals was amazing, a la carte restaurant was great but the buffet was really not that good.. but we had a great vacation

Leisure Family

10/10

Exceptional

04 Jan 2026

Harold

Staff ver y nice and polite. The área and room Super clean. Very good stay Overall. Kids had a lot of fin in the aquapark. We never got bored at the hotel. Night life activities were Very family orientes and Very nice.

6/10

Pleasant

04 Jan 2026

Jerome Jean

Foul sewage smell near the hotel room buildings. Food was mediocre at best and hotel staff were not at all helpful. Rules around how to book restaurants were not clear and inconsistent. Hours of opening of buffets and activities kept changing without notice and no staff could explain.

Leisure Family

10/10

Exceptional

03 Jan 2026

Selina Eliane

Great resort ! Great staff! Highly recommend for families! Fun water park & beach access.

Leisure Family

10/10

Exceptional

02 Jan 2026

Tamara

Excellent vacation! Great room, comfortable bed, outstanding cleanliness, delicious food and amazing staff. Expedia welcomed us with a bottle of champagne in our room and a message on the bed in flowers. Dinner reservations were made for us every night at a different restaurant. The couples massages were definitely a highlight and the beach was beautiful! I highly recommend this property and booking through Expedia! 10/10. Definitely an experience we will never forget!!!

Leisure Partner

4/10

Poor

01 Jan 2026

Robert

The room we were in needs renovation. We were in the family eco room and the floor tiles were really gross. The shower stall as well is very run down and water pressure was very poor.
Check in and check out process was very disorganized. The buffet needs to be organized differently with physical space between stations. This would help with the constant lines. Food was ok,. The aguapark only had hot dogs.
The New Year's festivities only had limited seating that was reserved for VIP. No other seating to enjoy the show. Public bathrooms never seem to lock.
The pool needs repair.
One positive; staff at the resort are wonderful.
Overall I would not recommend especially given the price. This resort is not a good value for your money.

Family

2/10

Poor

01 Jan 2026

Zhongyu

This stay involved serious health and safety issues. We traveled with 4 families and all had food poisoning after eating at the hotel. During the stay, part of the ceiling collapsed in my room. I was moved to another room after negotiating with hotel for 8 hours. After the ceiling fell down, I discovered the room had mold issues, and garbage and debris inside the ceiling.

I escalated the issues to hotel manager but no any action from them until I checked out.

These conditions made the accommodation unsafe and uninhabitable. Extremely disappointing experience. I would not recommend this property.

Family

6/10

Pleasant

31 Dec 2025

Wengang

Facilities old and falling apart.

Leisure Family

4/10

Poor

30 Dec 2025

Maurice

The hotel itself had a lot of greeneries, which was nice, but the main issue was the management, it is pretty poor. The room had a lot of broken little stuff, the air conditioning was leaking water, on top of the TV and outlets... we had to change room as we did not had 2 beds (like we booked) and they lost all our luggage in the transfer, they sent everything to the wrong room ... we had to go through the management to finally get everything back after several hours. And the food is horrible, it is an all inclusive, was not expecting 5 stars food, but it was really bad. Anyway, will never go back to a Sandos chain hotel.

Leisure Family_with_children

4/10

Poor

29 Dec 2025

Jessica

The positive side is the room was a good size for the three of us. There were plenty of towels for showers. The resort was beautiful and the beach was a nice stretch with plenty of beach chairs. The water park was fun. The nature trails are nice and watching the local wildlife was really fun. The negative: The ac quit after the first night and dripped water the whole time so there was a puddle in the room. Things I asked to be fixed were not. The shower the iron… etc. the resort is nice for the most part aside from the sewage smell that is everywhere. They advertise snorkeling in the cenote but snorkeling equipment was not available. They advertise restaurants beyond their buffet but there is no way to make reservations. Period. I was invited to come get a welcome kit with a map and a souvenir but it turned out to be a several hour long sales pitch and a souvenir that you must purchase. The all inclusive aspect is not as appealing as it should have been the restaurants should have been available, the resort advertising should be honest about what you get like stop lying about the fact that you have the ability to get a reservation at a sit down restaurant that isn’t just a buffet. I paid a lot of money to spend a nice holiday there with my family and was disappointed from day 2. The food in the buffet is ok and there is something for everyone but I wasn’t impressed. No chance I’ll recommend this place or return.

Leisure Family

8/10

Excellent

29 Dec 2025

Tara

Beautiful property, great entertainment, cenotes, monkeys, great room configuration for families. Only downside was the food.

Leisure Family

10/10

Exceptional

29 Dec 2025

Danielle Marin

Staff were very friendly and helpful! The pools were extremely cold though and the food options could’ve been better but we loved it and would definitely come back!

Leisure Family_with_children

4/10

Poor

28 Dec 2025

Michelle Rae

Couldn’t get any dinner reservations. Buffet was set up poorly so the lines were long and slow moving. Pool games/activities could have been better, more fun and entertaining. Beach and pool are nice. Rooms were good.

Leisure Family

4/10

Poor

28 Dec 2025

Lisa

Our stay was Dec 16-23. Our check in took over 3 1/2 hours! We did not receive a proper introduction in navigating the resort, although we did get deceived (while waiting in line to check in) and roped into a timeshare tour (that we thought was the “proper” introduction)! Then when we declined the timeshare invite- we were treated like outcasts! We did not get a map, or any explanation after that. Activities, schedules, A la Carte booking system, or guest services took the whole trip to figure out. This definitely created a lot of confusion for us in the first 4-5 days.And forget getting anyone on the phone or waiting at the Consierge’s desk line!
Now- the food! The International buffet was like a cattle herding free for all! It severely lacked proper temperature control. Both hot and cold food was warm, and the pile-up’s to get food were extremely irritating! The roof leaked when it rained and there was actually black debris coming out of the juice dispensers one day. The next day the pop machine was closed down. We refrained from getting juice & pop from dispensers for the remainder of our stay.
My husband and I didn’t eat anything but a bag of Doritos and 2 cans of Pringles for the last 4 days because 4 of the 5 of us ended up with food poisoning.. and since we did not bring a drugstore of GI medications we ended up paying over $200 in the souvenir shop on meds and electrolyte replacement drinks! This kind of ruins an all-inclusive experience!

Leisure Family

10/10

Exceptional

28 Dec 2025

Tamara Marie

Room was very clean. Monkeys right out side our balcony. Very friendly staff. Only bad thing is reservations for different restaurants. Can’t get into many of them. We were there 6 nights only got into 1 . Besides buffet.

4/10

Poor

26 Dec 2025

Maria

The room was plain, nothing to be excited about.
Every morning I had to chase the staff for coffee.
The last night there was a power outage that lasted the entire day and night.
I had plans to eat at the buffet restaurant that evening but the restaurant did not open due to the power outage. There was a lot of family with children waiting to eat.
There were three other restaurants that were open, but not serving people who did not have reservations.
The staff and management were not helpful at all. As paying customers, we should not have gone without eating dinner that night. I had to eat Pringles for dinner.
This resort is terrible. DO NOT GO!

Leisure Self

6/10

Pleasant

24 Dec 2025

Erin

Everything was wonderful except for check in and check out. We waited over an hr with just one person checking in at the desk. They then said we had to wait in a different line because we had two rooms. We refused, and were able to check in there. One room was not ready so we later had to go back to the front and get the wristband keyed for it. I had billing issues and issues with them having a different name assigned to the room they gave us. At check out, I was told to go to the check out desk. I waited at the computer that said “check out” and the two individuals there kept working on something different and then left the computer without any communication. Two family’s that arrived after us got in the “check in line” and were able to check out before us. I then got in the check it line and the lady wanted the towel passes. We were not told to return our beach towels for the passes and bring them to the front at any point. I refused going back to our room for the towels due to needing to check out, get a ride from our rented van, drive 45 minutes and get through the airport to our flight. Their computer system seems to be very slow and lack efficiency.

Leisure Family

8/10

Excellent

23 Dec 2025

Taha

A lot of fun activities, but the service could be much better.

6/10

Pleasant

23 Dec 2025

Simon

The room and the resort surroundings were great, and the staff were friendly. The service was very patchy and inconsistent though, the food was average at best, and the music was deafeningly loud all across the resort, which is such a pity when the sounds of nature there were so gorgeous. We enjoyed ourselves but wouldn’t go again.

Leisure Family

10/10

Exceptional

18 Dec 2025

Joanna

Ideal place for the kids. Huge water park, pools, beautiful beach. Shows, animals and food

Leisure Family_with_children

8/10

Excellent

18 Dec 2025

Scarlett

Great hotel. I wish we could have tried something other than the buffet. The speciality restaurants were booked for events the entire stay.

Friends_and_family Friends

10/10

Exceptional

17 Dec 2025

Luis Alberto

Great place for traveling with kids,

10/10

Exceptional

16 Dec 2025

James David

We visited with our two little girls on their first vacation, and the Sandos Caracol crew really went above and beyond to make our stay memorable. We had meal accommodations, and fast responses to all of our concerns that came up. The waterpark was spectacular for our kiddos being 3 and 6. The concierge and managers put on a meet and greet to get feedback from the guests, and were super earnest about making sure we felt at home and were heard. Samantha and Melisa both really stepped up, and you'd be lucky if either ends up being your Guest Experience Agent! We're definitely coming back!

There were a few things that some travelers may not like. --- It's an eco resort, and there's animals everywhere, that means limited room service and outdoor meal access to prevent issues.
- The menu selection outside of specific hours made it tricky to get simple foods for the kids when they were hungry. An example is the all day Taco bar offers Cereal...but only early morning and after 11pm. Even adding simple snack foods alongside tacos there during the day would've made the whole stay much easier for our little ones.
- The resort has great amenities for kids, but isn't sized for them. Even adding a simple step stool into the rooms would have enabled them to wash their own hands, reach the soap, etc without needing to climb on a suitcase.
- The Laundry service was really fast and efficient, but the form to sign off on things is outdated and a bit confusing in English.

Leisure Family_with_children

10/10

Exceptional

14 Dec 2025

Manuel

We loved it.

6/10

Pleasant

13 Dec 2025

Christina

Breakfast ran out of coffee and basically gave me a cup of milk. AC on the ceiling randomly started gushing out water/liquid? Bathrooms were flooded and all seemed to need major repairs. Not enough entertainment. Kid area cannot be used for kids under 4 so there isn’t anything to do other than 10am-11am. Also times on the app and website do not match up. Kid area and certain restaurants would be closed sooner than the app showed. Kid pool area ran out of stuff constantly and gave me a hot dog and a beef patty without any buns. Kid pool also had shards of broken plastic cups. Workers are none existent, everything just seems like a huge safety hazard. Very disappointed with my stay. Not enough activities or entertainment.

Leisure Family_with_children

10/10

Exceptional

13 Dec 2025

Brent Lee

Everything exceptional

Leisure Family

2/10

Poor

11 Dec 2025

Thomas

I have nothing good to say about this hotel

10/10

Exceptional

10 Dec 2025

Rachel

Great service, good food, lots to do!!

Leisure Family

4/10

Poor

10 Dec 2025

Kaylee

My recent stay at the Sandos Caracol Eco Resort was far from the eco-friendly paradise I had envisioned. While the resort offered a beautiful natural setting and a water park, the overall experience was marred by significant drawbacks. The stunning turquoise ocean and white sand was without a doubt, the highlight of my trip.
The food on the other hand was a major disappointment. The food was not only poor quality but also excessively greasy. It was clear that the kitchen staff prioritized quantity over quality, leaving s heavy, unpleasant feeling after each dining experience. But the worst part of the whole trip was the staff. The interactions were frequently unpleasant. Rudeness seemed to be the normal, with the employees, which made me and my partner feel uncomfortable the whole stay. The beautiful ocean couldn't compensate for the food and rude staff. would not recommend visiting.

Leisure Partner

10/10

Exceptional

10 Dec 2025

Esequiel

Perfect family, friendly resort, especially with a one year-old everything was great about this trip, especially the entertainment group

10/10

Exceptional

09 Dec 2025

CYNTHIA

The breakfast was amazing. I just wish the Mascaras restaurant had dinner buffet again. The property has so many beautiful things to see. This my top favorite resort. Fun for the kids and adults. Sandos has the best shows ever! Also, this was our first time in December let me tell you the beach was gorgeous!

10/10

Exceptional

08 Dec 2025

Rob Stanley

Great stay. Loved the food and service beautifully set in amongst the forest full of animals and critters

10/10

Exceptional

07 Dec 2025

Noemi

Very attentive staff.

Friends_and_family Family

10/10

Exceptional

07 Dec 2025

Abhishek

Room was great, clean and spacious.

Leisure Family_with_children

10/10

Exceptional

05 Dec 2025

Jonathan

Everything was great!

Leisure Family

6/10

Pleasant

04 Dec 2025

Kyle

Staff did not work very hard to accommodate room requests. 3 out of 4 of us got very sick during stay. Kids enjoyed water park. I enjoyed natural beauty of resort.

4/10

Poor

02 Dec 2025

Liza

The property it’s beautiful set in tropical jungle like grounds with lots of wildlife. The rooms are comfortable, the patio felt like fish bowl so a little cramped
If you don’t have children under 6 I would advise against it as the majority of guests all had children.
The dining is limited with large lines waiting for food and rude guests.
The drinks are ok although do feel watered down.
AVOID AT ALL COSTS the beach massages, there are not resort affiliated so no fault of the resort but I had a horrible experience with inappropriate touching and language.
Overall the staff are lovely, the type of guest we were surrounded by was the main issue

Leisure Family

8/10

Excellent

02 Dec 2025

Marc

The resort is gorgeous with animals all over the resort. Nice little water falls and plenty of paths to walk around on. The water slides have restrictions for heights so be aware I believe most of them are 1.2meters. The lineups for food and drinks were always long and wait times were a bit concerning. Getting into the el a cartes was almost impossible only got into one for the week. Other then that it was a good stay

Leisure Family_with_children

10/10

Exceptional

01 Dec 2025

Lisset

Great

10/10

Exceptional

01 Dec 2025

Bree

so much to do and see, great for families!

Leisure Family

10/10

Exceptional

30 Nov 2025

paul

Beautiful grounds, lots of activities and friendly staff.

Friends_and_family Family

8/10

Excellent

30 Nov 2025

Dianey

Everything was perfect, except for the food they need to put a real Mexican food restaurant!!

Family

10/10

Exceptional

29 Nov 2025

Richard

So much fun ! So much to do !

10/10

Exceptional

29 Nov 2025

Liza Jo-anne

From the moment we arrived to the moment we left was amazing! I did find the reservation portion for restaurants difficult but not a deterrent to come back. Staff were outstanding and super friendly. Room was spacious, clean and comfortable. First 2 days the shower ran pretty cool however it was a nice relief to the body from the heat. Looking forward to a return visit! Ohhh absolutely loved the wildlife (not the bug bites tho lol)

Leisure Family

4/10

Poor

29 Nov 2025

Ginny Pearson

This resort has definitely gone downhill. We stayed here last year and loved it! This year they had done some expanding, so we hardly saw monkeys (which is the whole point of staying here). It was super crowded and we had to wait in line nearly every time we wanted to eat at the buffet. It was so difficult to get basic service like coffee and water at the main buffet. The staff was not friendly and mostly unhelpful. We had an amazing time last year, but after our stay this year we won’t be returning.

Leisure Family

8/10

Excellent

27 Nov 2025

Alexandra

Everything great except- they need more food options! Slight panic at 11a and there’s nowhere to really eat except one place that has tacos- and that place had the worst service. Everything else wonderful! Bring sand toys and snacks- you’ll have a great time with the kids!

10/10

Exceptional

24 Nov 2025

Mark Christopher

We had an amazing time. Great for families

Leisure Family

10/10

Exceptional

22 Nov 2025

Jose

Great norhing else

Leisure Partner

10/10

Exceptional

22 Nov 2025

Evonne

Loved seeing all the animals that run free and the beach and adults pool were amazing

Leisure Partner

10/10

Exceptional

21 Nov 2025

Roger Lee

This was our second trip to Sandos Caracol. We love it so much that we bought a membership and plan to return many many times! I 100% recommend booking your vacation at this resort, especially if you love the outdoors!

Leisure Partner

6/10

Pleasant

20 Nov 2025

Jorge

The staff gave me such a hard time getting my proper bracelet for the resort and were of no help thankfully two Expedia employees who were working on site were able to help me and give me the proper bracelet but it wasted a whole day for me just being on the phone